| Description |
xxiv, 487 pages : illustrations ; 24 cm |
| Contents |
Pt. 1. Introducing CRM -- Ch. 1. The Customer Becomes the Center of the Business Universe -- Ch. 2. The Customer and the Corporate Information Factory (CIF) -- Ch. 3. Understanding the Customer Life Cycle -- Pt. 2. Planning for CRM -- Ch. 4. Are You Ready? Tuning the Organization for CRM -- Ch. 5. Getting Underway -- Ch. 6. Developing an Integrated CRM Technology Environment -- Ch. 7. Capturing Customer Information -- Ch. 8. Quality Relationships Start with Quality Customer Data -- Pt. 3. Implementing CRM -- Ch. 9. Business Intelligence: Technologies for Understanding Your Customers -- Ch. 10. Facilitating Customer Touches with the Customer ODS -- Ch. 11. Automating the Sales and Service Process -- Ch. 12. Interacting with Customers Online -- Ch. 13. Putting It All Together with Enterprise Portals -- Ch. 14. Preserving Customer Trust - The Role of Privacy -- Ch. 15. The Future of CRM |
| Notes |
"Foreword by W.H. Inmon"--cover |
| Bibliography |
Includes bibliographical references (pages 471-472) and index |
| Notes |
Also available online via the World Wide Web by subscription to netLibrary, Inc. (CEIRC Shared Collection) |
| Subject |
Data warehousing.
|
|
Customer relations -- Data processing.
|
| Author |
Geiger, Jonathan G.
|
|
Loftis, Lisa.
|
| LC no. |
2001270913 |
| ISBN |
0471319813 |
|
